August 2009
Beginner
128 pages
1h 57m
English
Content preview from Executing Strategy
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38 Executing Strategy
might measure this by “number of complaints in a year” and
“number of products returned versus ordered in a year.”
3. Through voting, determine the four to six KRAs and their
corresponding measures that your unit will focus on.
4. Create objectives. For each KRA, using the measures that
have been defined, draft specific long-term objectives. For
example, if customer satisfaction is a KRA and “number of
complaints in a year” is a measurement for success, a unit
might draft this objective: “Reduce the number of complaints
by 30 percent in 2012.”
PMS 001-128 r2 dd 5/15/09 1:08 PM Page 38
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